Questions and Answers | McDst Self-Paced Training Kit (Exam 70-272(c) Supporting Users and Troubleshooting Desktop Applications on a[... ]ystem)

Lesson 1 Review

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A user needs to insert a table into her Word document that a colleague created by using Access. The table is updated daily with the latest company statistics and is stored on a network server. The user wants her Word file to always offer the most up-to-date information each time the file is opened. Unfortunately, each time she opens the document, she gets the same information, and the table is never updated. What is the problem?

The user embedded the table instead of linking it.
The user linked the table instead of embedding it.
The user needs to choose Package For CD to package the Word file with the table so that both are available when the file is opened.
The user needs to be made a member of the Domain Power Users group so that she can have automatic access to domain resources.

A user complains to you that she cannot find the command for inserting a text box into a Word document. What is most likely the problem?

Answers

A is correct. The user must link the table, not embed it. B is wrong for this reason. C is an option in PowerPoint, not Word, and D is an unnecessary step and would give the user unnecessary permissions within the domain.

The command for inserting text boxes is found on Word’s Insert menu. If the user does not see it, there are two possibilities. The most likely cause is that the user has personalized menus turned on, so all commands are not shown. Instruct the user to look for a double arrow at the bottom of the Insert menu that causes the whole menu to be shown. To turn off personalized menus altogether, have the user select Customize from the Tools menu, switch to the Options tab, and select the Always Show Full Menus check box. Another possible cause is that the user has accidentally removed the Text Box command from the Insert menu. You can add the command back to the menu or reset the menu.

Lesson 2 Review

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An Excel 2003 user needs to create a formula for calculating the average of 10 numbers in cells A1 through A11. Which of the following formulas is best?

=AVERAGE(A1:A11)
AVERAGE(A1:A11)
=SUM(A1:A11)\10
=AVERAGE(A1;A11)

An Excel 2003 user reports that he needs to build his own equations by picking symbols from a toolbar, as well as by typing numbers and variables. You determine that he needs the Equation Editor, which is not currently installed on his computer. What should you do?

Download and install the Equation Editor from the Microsoft Office Online website.
Install the Equation Editor from the Microsoft Office 2003 CD, under Office Tools on the Advanced Customization page.
Open Excel 2003, click Tools, click Options, and from the Calculation tab, enable the Equation Editor.
Open Excel 2003, click View, and click Equation Editor.

Answers

1.	A is correct. In a formula, = always comes first, followed by the cells to be added separated by a colon. B is incorrect because there is no =. C is incorrect because the division sign is backward, and D is incorrect because it contains a semicolon instead of a colon.
2.	B is the correct answer. The Equation Editor is available in the Office Tools tree on the Office System CD and must be installed. A is incorrect because it is not a downloadable component, C is incorrect because there is no such option, and D is incorrect because there is no Equation Editor toolbar on the View menu.

Lesson 3 Review

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Lost files can be recovered in a number of ways, including using Microsoft Office Application Recovery, AutoRecover, Open and Repair, and more. To demonstrate your familiarity with these options and others, match the situation on the left with the best file recovery method on the right.

1. PowerPoint has locked up and is not responding. The user has not saved the presentation he is working on in quite some time and does not want to lose his work. What should you try first?	A. Open and Repair
2. A user deleted an e-mail and needs to retrieve it. She has not emptied her Deleted Items folder, although it is configured to delete items in that folder when she exits Outlook. What should you tell the user to do?	B. The File menu
3. A user reports that his Excel file will not open, and he thinks it is corrupt. The computer shut down from a power failure, and when he rebooted and started Excel again, nothing happened. He was not offered any recovered files. What should he try now?	C. Microsoft Office Application Recovery
4. A user saved a file yesterday but cannot remember where she saved it. She needs to access the file quickly. Where can she look?	D. Open the folder, locate the file, and drag it to a different folder.

Answers

The answer to 1 is C. Microsoft Office Application Recovery gives the Recover Application and Restart Application options. Both will work in this instance. 2 is D. The user should not restart the application but should instead locate the missing e-mail in the Deleted Items folder and restore it to another folder. 3 is A. When a file is corrupt, and because no recovered file was offered, the user should try to open the file by using Open and Repair. 4 is B. Most recently opened files are located at the bottom of the File menu.

Lesson 4 Review

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A user reports that he cannot open any attachments because the paper clip is unavailable. After questioning the user, you find out that the problem started yesterday after he installed Windows XP Home Edition Service Pack 1 on his computer. What do you tell the user to do?

Choose the Use The Web Service To Find The Appropriate Program option, locate a program to open the attachment with, and install it.
Uninstall Service Pack 1.
Restart the computer.
From the Tools menu, choose Options, and select the Security tab. Clear the Do Not Allow Attachments To Be Saved Or Opened That Could Potentially Be A Virus check box. Click OK.

Answers

1.	D is correct. After you install Service Pack 1, defaults are set for Outlook Express regarding attachments, and this needs to be changed. A is incorrect because a user receives this error message after an attachment has been opened, not before. B is unnecessary, and C will not solve the problem.

Lesson 5 Review

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A user reports that several messages sent by a colleague never showed up in her Inbox. She spoke with the colleague on the phone and verified that he was using the correct e-mail address. Her colleague also reports that he did not receive any error messages telling him the message could not be delivered. The user is receiving messages from other people just fine. What could be the problem?

The user’s outgoing mail server is incorrectly configured.
The user’s incoming mail server is incorrectly configured.
Outlook is incorrectly flagging the colleague’s messages as junk e-mail.
The user should configure her account as a POP3 account rather than an IMAP account.

Answers

C is correct. If Outlook is incorrectly flagging the colleague’s messages as junk e-mail, they are likely being moved to the Junk E-Mail folder. The user never sees them in the Inbox. A is incorrect because the outgoing mail server would not affect incoming messages. B is incorrect because the incoming mail server is undoubtedly set up correctly; the user is receiving other messages without problem. D is incorrect because neither type of account would prevent messages from one person from showing up in the Inbox.

Case Scenario Exercises: Scenario 7.1

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John, the owner of a small company, travels quite a bit and has purchased a laptop. He wants his wife to use his old computer because she will take over the duties involved in running the company while he is away. She will use the same applications, data, and network John used, so there are not too many changes to make. You have created a new user account; transferred all of John’s personal files to his laptop; reset the Taskbar, Start menu, background, and screen saver; and made other personal configuration changes. Now you need to restore the defaults to the menus, buttons, menu choices, and default toolbars in each of the Office applications installed on the computer.

How do you restore all of the default toolbars and menu commands in Word 2003, Excel 2003, Access 2003, Outlook 2003, and PowerPoint 2003?

In each Office application, choose Customize from the Tools menu, and select the Options tab. Then click Reset Menu And Toolbar Usage Data.
In any one of the Office applications, choose Customize from the Tools menu, and select the Options tab. Then click Reset Menu And Toolbar Usage Data.
In each Office application, choose Customize from the Tools menu, and select the Toolbars tab. In the Toolbars box, select the toolbar to restore. Click Reset. In the Reset Toolbar dialog box, select Normal and click OK. Click Close to exit.
In any one of the Office applications, choose Customize from the Tools menu, and select the Toolbars tab. In the Toolbars box, select the toolbar to restore. Click Reset. In the Reset Toolbar dialog box, select Normal and click OK. Click Close to exit.

Answers

1.	A is correct. The change must be made in each application, and this details the correct procedure. B is incorrect for this reason. C and D describe how to reset a built-in toolbar, not all default toolbars and menu commands.

Case Scenario Exercises: Scenario 7.2

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Theresa, a PowerPoint user, has created a presentation that is almost finalized. All of the slides are created, the transitions have been selected, and a graph and image have been embedded. To finish the presentation, she needs only to add a song that will act as background music for the presentation. She has the song on a CD and has the appropriate licenses to use it. After the song has been added to the presentation, she wants to burn the final presentation onto a CD that can be played on her instructor’s computer. The steps involved are listed here. Put the steps in order.

From the File menu, choose Package For CD.
Insert the song into the completed PowerPoint presentation.
Select Copy To CD.
Copy the song to use in the presentation from the CD to the hard disk.
Test the presentation to verify that it is correct.
Open the Custom Animation task pane, and set Effect Options so that the song starts playing at the first slide and stops playing at the last slide.

Answers

4, 2, 6, 5, 1, and 3. The song must first be copied to the hard disk and then inserted into the presentation. The song must be configured to play from the first slide to the last, and next the presentation must be tested and then packaged for a CD. Packaging for a CD adds the PowerPoint Viewer to the presentation, so any user on any computer can view it. Finally, the CD must be burned.

Troubleshooting Lab

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One of your customers has come to you with a problem. He was working in Microsoft Word 2003 recently and had several documents open on which he had been working for some time. Without warning, Word shut down and closed all of his documents in the process. When he restarted Word, he noticed that many of the toolbar buttons and menu commands were missing. When he opened the documents that he had been working on, none of his recent work had been saved. Later that day, one of your customer’s colleagues called to warn him that a document he had sent your customer contained a macro virus. Another person to whom the colleague sent the document had detected it and alerted him.

Your customer installed antivirus software, updated the software via the Internet, and scanned his system. The software detected a virus in several files (including the document sent by the colleague) and removed them from the system. The customer would now like to have the Word interface back the way it was originally. He would also like Word to better protect him against macros and to let him recover documents in the event of a crash.

What suggestions would you have for this user?

Answers

There are several possible answers to this question. To restore the Word interface, you can use any of the following methods:

Use the Toolbars tab of the Customize dialog box to reset the affected toolbars and the menu bar to their default state. This restoration technique will have a minimal impact on the environment and will take the least amount of time. However, it will be difficult to be certain that everything has been restored correctly and that all damage has been fixed.

Use the Detect And Repair command on the Help menu. This feature scans the Office installation files and replaces any that have changed since the installation. Used in combination with resetting the toolbars, this will be a fairly effective way of restoring the Word interface.

Rename or delete the Normal.dot template, and restart Word. This technique will force Word to create a new Normal.dot template, in turn restoring the toolbars and menus to their default state. The downside of using this technique is that other customizations made by the customer might also be lost.

Remove and reinstall Microsoft Office. This is the most drastic solution, but you can be pretty certain that all damage will be repaired and the interface will be restored. This technique will also require the most time and care because you will need to be certain that all important data (for example, the Outlook data file) is backed up.

After you implement a solution for restoring the Word interface, your next step should be to set the macro security level for the customer. You should set the level to at least Medium so that the user is warned of unsafe macros and has the option of enabling or disabling them.

Finally, you should teach the user about Word’s AutoRecover feature. Enable AutoRecover, discuss an appropriate AutoRecover save interval with the customer, and then walk him through the process of recovering a document.